Gary Smallman Email & Phone Number

London, England, Gb

London, England, Gb

London, England, Gb

Leadership of and Accountable for:The Global delivery of digital and technology operations, service management, service desk, evergreening, lifecycle management and maintenance of the technology and digital estate through the product and platform teams, covering SAAS services, public and private cloud, enterprise applications, end user computing, security engineering and Data Centres and Offices and their networks and infrastructure.Key Achievements to date:• Implemented a Service First Culture putting the users first and exploiting technology to improve the UX• Delivered Service Transformation to improve User Experience driving CSAT of over 9/10• Enabled remote working capability in the form of stable VPN technology• Moved Service Desk to hybrid model and increased to 24x7 and installed new contact centre • Created new teams to focus on automation and the exploitation of tooling and data to improve UX• Restructured Operations teams to align to Product structure as part of TOM improvements• Outsourced NOC and SOC services to 3rd Party• Delivered significant automation to drive operational efficiency and user experience• Built out the capability to exploit the investment in ServiceNow and increase ROI• Delivered year on year 10% reduction in operational budget costs• Created a new service design and transition function to ensure service quality in delivery from projects to live• Introduced Software Asset Management and Licence Management processes to deliver savings• Updated VAR relationship to deliver better commercial value• Completed RFP for use of 3rd party consultancy and delivery services• Delivered 38% year on year decrease in service desk ticket volumes with further 20% this year• Enabled 30%+ improvement in support response times for users

London, Gb

Cisilion’s mission is simple: To inspire intelligent change by delivering next generation IT infrastructure that transforms the way that businesses work​​Cisilion is an award winning global systems integrator and managed service provider, working with clients in over 70 countries across 5 continents. We partner with leading technology vendors including Microsoft, Cisco, Dell EMC and Riverbed.​ ​Cisilion’s success is based on really understanding our client’s needs, and doing everything we can to make sure we provide a service of the highest quality. Our people is what enables us to do this. They are the core of our business and are what make Cisilion such a great and fast growing company.​Leadership of and Accountable for:Managed Services, Professional Services, PMO, Operations, Service Desk, Client Success, Service Transition, Service Management, Product Management, Training, Information Security, Compliance, Health and Safety, Quality, Internal IT and OSS

Andover, Ma, Ma, Us

Leader of the NaviSite Europe Operations function, responsible for delivering an elevated client experience. Responsible for end to end service delivery model of Project Management, Technical Project Delivery, Operational support, Engineering, Technical Leads and Service Management functions.Technologies are: Cloud, Managed Hosting comprising Windows, Unix, Networks, VMware, Storage, Infrastructure services: ACI, DAAS, Messaging, Office 365, Azure, CitrixCross functional initiative ownership within the wider NaviSite organisation NaviSite ITIL Lead and advocate

Charityshare are a provider of IT solutions to the charity sector supporting business with turnover in excess of £500m per annum.The role has overall management, responsibility and accountability for delivering the full IT service from the desktop through to the WAN, data centre and applications to over 6500 people based in approx. 900 locations. My role is about driving the efficiencies required to improve and grow the services provided against a fixed budget working daily with the IT Directors within the charities. Operating a user centric model is key to the success in this role in supporting the delivery of the services being consumed on a day to day basis by the employees and volunteers. This is delivered through cutting edge technology and driving economies of scale through standardization whilst maintaining a reactive and flexible service model and technical architecture.• Defining and Driving the Business Strategy• Service Oriented Architecture• Board Member and Stakeholder Management• ITIL Service Model ownership to agreed business SLAs and KPIs• Delivery of the Technical roadmap aligned to the needs of the charities• Managing a team of approx. 60 people with 6 direct reports• Programme and Project Management• Consistently delivering Change, Service Improvements and Cost efficiencies through CSIP model• Ownership of the Internal Business Systems support and development• Core Service and Project Budget Ownership• Technical consultancy for new product, services and management tools• Audit compliance • Ownership of Business Continuity• Licensing and Maintenance management and strategy• Partner and Vendor Management

London, Gb

The role provided a single point of contact into the Service Operations function for the other business divisions, acting as the right hand man to the Director of Service Operations, managing strategic delivery allowing him to focus on the service delivery to customers. The additional functions of the role are Service ownership of the Colt Cloud and Grid solutions, ITIL Process creator, owner and day to day governance of use, Management of the internal tools environment, Audit Management, Business Continuity, Ownership of controlled introduction for any new products, along with Licensing and Maintenance management and strategy across the business unit

London, Gb

As the Head of Service Operations in the Managed Services Division I was responsible for the technology functions delivering 24x7x365 managed services to customers in the Northern region. The function covered the Service Desk, 2nd and 3rd level technology groups. I was asked to take on this role as the operations function was unstructured and there were many customer service delivery issues. Liking a challenge, I jumped at this opportunity and after an assessment of the current state created a plan for senior management to change the operational model to one based on ITIL. Within week one significant change was made and the improvement in the service availability to customers was immediately evident. Within a relative short space of time the ITIL model was defined and implementation underway starting with Incident and Change Management. This increased the week on week SLA conformance by more than 30% enabling us to focus on the other ITIL disciplines starting with Problem management and importantly continually improving the customer service whilst reducing the service penalties that had a direct impact on the business unit P&L. The success of this operational model lead to it being approved for European implementation and was rolled out across all the regions under a programme managed by myself alongside my current responsibilities.

New York, Ny, Us

Senior Data Centre Infrastructure / IT Infrastructure Consultant covering Data Centre Assessment, Data Centre design and build, Technology Relocations, Data Centre Management, Including Configuration Management, Process Engineering and Workflow Management.

Global, Us

This role was concurrent with the EMEA Installation Planning Managers Role.

Global, Us

This was a split role of managing the CSC locations and acting in a consultancy capacity for the CSC Clients at the client managed locations. In this role I also worked on deploying developing technologies, consolidating environments, looking for improving efficiencies and working on new business opportunities, Client Relationship Management and Service Delivery Key areas were managing maintenance savings by driving down the costs from vendors and the development of a capacity process for the EMEA Data Centres in order to create an effective investment profile to meet the business needs. Other aspects of the role were Vendor Management and Goverance of the ongoing support and supply contracts, Management of the maintenance budgets, involving but not limited to contract negotiation, inventory management and service management, defining both the internal and external reporting packages, financial reporting to the internal business units from the centre to include RFI, RFP and vendor selection.

Global, Us

Bachelor Of Arts - Ba, Business And Information Technology

Education record